£35 setup fee? Website says 'no setup fee'

[fezmond]

I've just got my first email stating that £95 will be taken out in September. Broadband was installed yesterday. 

The website says 'no setup fee' for July yet I'm being charged £35 for this. I spoke to the customer service guy and he just told me it applies to everyone and then kept trying to upsell me on a better package.

Is there a grace period whereby I can cancel within the first few weeks?

[jpeg1]

Yes, you can cancel within 14 days of activation. 

But if you have been miss-sold you may have a different case. 

[Tudor]

Are you sure your bill says ‘setup fee’ not ‘activation’.  Just a way of getting some more money from you, there never has been a ‘setup fee’, but as far as I remember there has always been an ‘activation fee’.

[fezmond]

On the My Virgin Media website it says Other charges and credits £35.

On my emailed contract, it shows 'one off set-up fee £20'

[Ashleigh_C]

Hi there @fezmond 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced an issue with your new bill and it does sound like this has been a little confusing. I'd be happy to chat with you further via a private message and take a look into everything. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.